When Randy Ross Arrived at the Airport Enterprise Rent-A-Car to Pick

question 19

Multiple Choice

When Randy Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV, he was told the agency had no such car on the lot and that it had no record of him making a reservation. The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away. Lowery personally drove him to the other agency, knocked 20 percent off the rental fee, handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas. Ross's experience at Enterprise is an example of which type of service encounter incident?

• A) Recovery
• B) Adaptability
• C) Spontaneity
• D) Functionality
• E) Coping

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Definitions:

Average Tax Rate

The ratio of the total amount of taxes paid to the total tax base (taxable income or spending), representing the average taxation faced by an individual or firm.

Taxable Income

The amount of income that is subject to income tax after deductions and exemptions.

Average Tax Rate

A metric that reflects the ratio of total taxes paid to total income, showing the proportion of income that goes towards tax payments.

Tax Liability

The total amount of tax owed to a taxing authority by an individual, organization, or other entity.